SUMMARY
Join a dynamic and collaborative team where your leadership and administrative expertise will make a meaningful impact. The Office Support Lead plays a key role in overseeing daily operational support functions, ensuring seamless execution of administrative tasks, and fostering coordination across teams. Acting as a liaison between office support staff, leads, and management, this role promotes accountability, efficiency, and continuous improvement. Be a vital part of our customers’ journey by supporting all aspects of the post-sale experience in a family-like environment.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
Reporting & Documentation
- Compile and review accounts receivable reports from COS; submit to Manager.
- Maintain and organize documentation in the HubSpot Manager Folder.
- Audit invoiced tickets for completion and accuracy (target: 99 tickets).
Operational Support
- Support Order Management and HubSpot workflows to ensure timely completion.
- Follow up on incomplete or delayed hubs with Leads and COS.
- Assist agents with escalated issues when initial support is insufficient.
Training & Development
- Facilitate onboarding and ongoing training of office support staff.
- Track agent performance statistics and provide constructive feedback.
Quality Assurance
- Conduct audits to ensure compliance and accuracy in documentation and processes.
- Promote best practices and drive continuous improvement across support functions.
- Follow up on incomplete or delayed hubs with Leads and COS.
- Assist agents with escalated issues when initial support is insufficient.
Training & Development
- Facilitate onboarding and ongoing training of office support staff.
- Track agent performance statistics and provide constructive feedback.
Other Duties as assigned
Qualifications
- Demonstrated experience in office support or administrative coordination.
- Strong organizational, communication, and problem-solving skills.
- Proficiency with Five9, HubSpot, and order management systems.
- Proven ability to lead and motivate teams in a fast-paced environment.
WHAT DO WE OFFER?
- $ Competitive Wages $
- Growth Opportunities – With our promote-from-within-first philosophy, our employees can grow with us as they develop their strengths, expand in their roles, and consider other promotional opportunities within the company!
- Excellent Benefits Package including Medical/Dental/Vision/Life/Disability/Flexible Spending Plan/Health Savings Account/Paid Time Off/Employee Assistance Program/Referral Bonus/Profit Sharing 401(k)Plan with Employer MATCH!
- Great Employee & Family Discounts on our beautiful furniture, mattresses, and accessories!
Furniture Mart USA is an Equal Opportunity Employer
